Often, when absorbed in the business of serving others, we can lose sight of why we do what we do. If you want to deliver the best customer service, the kind that creates unwavering customer loyalty, start by asking yourself the question, “What is a customer?”
This question has been addressed by various leaders over the years, and the list has been added to and amended for decades. The following is the version we use in our operation to ensure the kind of customer service that keeps our clients happy and loyal. It proudly sits on every desk and bulletin board in our office:
“WHAT IS A CUSTOMER?”
- A customer is the most important person ever.
- A customer is not dependent on us — we are dependent on them.
- A customer is not an interruption of our work. They are the purpose of our work. We are not doing them a favor by serving them. They are doing us a favor by giving us the opportunity to do so.
- A customer is not an outsider to our business. They are part of it.
- A customer is not a cold statistic. They are flesh-and-blood human beings with feelings and emotions like your own.
- A customer is not someone to argue or match wits with. No one ever won an argument with a customer.
- Service to our customers is our primary objective.”
At the bottom of our “WHAT IS A CUSTOMER?” poster, is a quote that sums up what we truly believe:
“People will forget what you said, people will forget what you did, but people will never forget how you made them feel” — Maya Angelou.
What feeling do you want your customers to walk away with?